Rapid knowledge transfer among workers

ABSTRACT

A knowledge transfer system is described for transferring knowledge from expert workers at a client location to apprentice workers at an outsourcing location. The knowledge transfer system includes a memory system configured to store a Knowledge Transfer Plan that defines knowledge and tasks that need to be transferred from the expert workers to the apprentice workers and program code and associated data defining role-specific portals for individual expert workers and apprentice workers. The program code is configured to access the memory system for storage and retrieval of data associated with the role-specific portals. The knowledge transfer system further includes program code which defines one or more collaboration systems for two-way communication between individual expert workers and individual apprentice workers and a multi-media knowledge repository which is configured to store work objects created by the expert workers and the apprentice workers during the knowledge transfer process. The knowledge transfer system further includes portal page creation code which is responsive to predetermined Knowledge Transfer Plan data for configuring the program code and the associated data defining role-specific portals and monitoring and tracking code which monitors progress of individual apprentice workers in fulfilling assigned tasks.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.10/631,468, filed Jul. 29, 2003, pending, which application isincorporated herein in its entirety by this reference.

BACKGROUND

The present invention relates generally to systems for sharing knowledgeamong individuals. More particularly, the present invention relates to asystem and method for rapid knowledge transfer among workers. Oneapplication is a system for transferring knowledge in the context ofoutsourcing job functions of workers.

Outsourcing a job function or other responsibility generally involvesassigning the responsibility of one or more employees of a clientorganization to one or more consultants of an outsourcing agency. Aftera transition period during which job specific knowledge is conveyed fromexpert employees of the client organization to one or more consultantapprentices of the outsourcing agency, the consultants assume full timeresponsibility for fulfillment of the outsourced responsibility.

In general, there are three kinds of outsourcing. A first kind isbusiness process outsourcing, in which an entire business ordepartmental function of the client is assigned to the outsourcingagency. An example is processing of claims such as insurance claims. Asecond kind of outsourcing is applications management, in which all orpart of an automated function of the client, such as a billing system,is transferred to the outsourcing agency. A third kind is customerservice relation management, in which consultants of the outsourcingagency handle interactions with customers of the client. Ideally, theoutsourcing is completely transparent to the customers, who are notaware they are interacting with consultants of the outsourcing agency.

A primary reason for outsourcing is cost savings for the clientorganization. This is achieved through consolidation, processtransformation and job migration. By consolidating a job function formany clients in a group of outsourcing consultants, the outsourcingagency achieves economies of scale unavailable to individual clients. Bytransforming a business process through new technologies,standardization and other proprietary skills, an outsourcing agency canmake the process more efficient and less expensive. Finally, theoutsourcing agency may migrate some or all of the job functions tooffshore locations such as India, the Philippines, China, etc., wherelabor is less expensive. Through such means, the outsourcing agency canreduce the overall cost of operating a business function and pass onsome of the cost savings to the client.

The outsourcing process between the client organization and theoutsourcing agency is referred to as an outsourcing engagement. From theperspective of the outsourcing agency, an outsourcing engagement hasseveral phases. An initial process is business development, in which theoutsourcing agency markets its capabilities to potential clients anddevelops an outsourcing agreement. A second process is transitionplanning, during which the client and the outsourcing agency establishthe cost of making the transition. Costs include the labor costs, suchas severance, hiring and relocating, and cost of tools necessary to theengagement, such as hardware and software. A third process is knowledgetransfer, during with the consultant apprentices of the outsourcingagency develop the expertise of the expert employees of the clientorganization. A fourth process is job transition, during which theconsultant apprentice takes over from the expert employee as the actualindividual doing the work. Subsequently the outsourcing engagement is insteady state, with the consultants assuming full time responsibility forfulfillment of the outsourced responsibility.

The present invention deals primarily with the third phase of theoutsourcing engagement—knowledge transfer between expert employees ofthe client and the apprentice employees of the outsourcing agency whowill eventually take over the outsourced job function. The knowledgetransfer phase has heretofore required extensive personal interactionbetween an employee expert and an assigned consultant apprentice. Aprocess of job shadowing has been used, in which the apprentice learnsthe necessary knowledge directly from the expert by watching andlistening and gradually performing individual job tasks under expertsupervision. On a task-by-task basis, the expert certifies theapprentice as being competent to perform the task.

This level of personal interaction has proved to be very costly. Theapprentices must travel to the client site, often over great distancesat great expense. The apprentices must be temporarily relocated to theclient site so that they can learn first hand from the experts. Atypical engagement transition can extend over several months, and mayinvolve dozens or hundreds of individuals who must be housed and fed.Since many outsourcing engagements are to offshore outsourcing agencies,apprentices need visas to travel to the client site, a need thatincreases administrative costs as well as opportunity costs created byvisa delays. If some apprentices do not travel to the client site, realtime interaction with experts from a remote location may be difficultbecause of the time differences between the client and outsourcingagency sites.

The outsourcing process for an enterprise of any size or complexityfurther involves transfer of job-related knowledge and experience from avery large number of experts to as many or more apprentices. Eachexpert, in turn, may perform a large number of tasks which need to beidentified and classified and learned by the associated apprentice(s).Moreover, many experts may interact with an application, such as asoftware package or a tool or other equipment. The job-related tasks forthe application must be identified, classified and taught to theapprentices. An automated process suitable for accomplishing these goalswould require many man-hours to program for each engagement. Suchprogramming requires suitably-skilled programmers able to turn processinputs and goals into operational software code for an engagement. Thisprogramming adds to the cost and time required for an outsourcingoperation.

Since the outsourcing process is motivated by cost savings, these addedcosts reduce the feasibility of outsourcing. Accordingly, there is aneed for an improved system and method for rapid knowledge transferamong workers, particularly in the outsourcing context.

BRIEF SUMMARY

By way of introduction only, the embodiments disclosed herein provide animproved system and method for rapid knowledge transfer, for examplebetween a group of experts and their apprentices. The system makes useof unique tools to facilitate transfer of knowledge and collaboration ofindividuals, even among remotely located individuals. An input to thesystem is a Knowledge Transfer Plan (KTP) which has been designed toorchestrate the knowledge transfer process. The knowledge transfersystem integrates a shared repository and collaboration tools for use bythe experts and their apprentices. Based on the KTP (provided as input),the system creates a role-specific “portal” for each individual involvedin the knowledge transfer process (experts, apprentices and managementpersonnel). The portal provides a unified interface to all resources(knowledge and collaboration tools) that that individual needs inperforming his or her role in the knowledge transfer process. In oneembodiment, the system is configured with a World Wide Web-basedinterface and an integrated suite of tools to support knowledge transferactivities on a global basis.

The foregoing summary has been provided only by way of introduction.Nothing in this section should be taken as a limitation on the followingclaims, which define the scope of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a technical block diagram of a system for rapid knowledgetransfer among workers;

FIG. 2 illustrates a set of forms of an exemplary Engagement Site SetupWizard;

FIG. 3 illustrates a set of forms of an exemplary Knowledge TransferPlan Wizard;

FIG. 4 illustrates a set of forms of an exemplary Task CompletionWizard;

FIG. 5 illustrates a set of forms of an exemplary Proficiency EvaluationWizard;

FIGS. 6-9 are exemplary screen shots illustrating aspects of the systemof FIG. 1;

FIG. 10 illustrates the portal page creation process of FIG. 1; and

FIG. 11 is a schematic diagram of a system for rapid knowledge transferamong workers.

DETAILED DESCRIPTION OF THE DRAWINGS AND PRESENTLY PREFERRED EMBODIMENTS

Referring now to the drawing, FIG. 1 is a technical block diagram of asystem 100 for rapid knowledge transfer among workers. The system 100 isone exemplary embodiment of a knowledge transfer system for transferringknowledge from expert workers at a client location to apprentice workersat an outsourcing location. For example, the system may be useful foroutsourcing a job function or other responsibility by a client to anoutsourcing agency. In order to achieve business goals, the clientengages the outsourcing agent to transition the job function from expertworkers at a location of the client to apprentice workers at a locationof the outsourcing agency. After the transition, the apprentice workersperform the job function on behalf of the client on an ongoing basisthroughout the engagement.

The system 100 may be generally applied to transfer of knowledge in anysuitable application. Examples of knowledge which may be transferred inconjunction with the system 100 include the knowledge associated with aclient's financial functions, such as accounts receivable processing andaccounts payable processing; customer interaction functions such as acustomer call center; and business functions, such as insurance claimsprocessing. The principles described generally herein may be readilyextended to other applications as well.

An exemplary physical architecture will be described below inconjunction with FIG. 11. However, in accordance with one embodiment,the system includes a plurality of servers configured for datacommunication over one or more networks. A server is a computing systemwhich provides data processing, routing and storage. Individuals engagedin the knowledge transfer operation may access data and communicationresources using personal communication devices such as personalcomputers (PCs). The interconnecting networks may include local areanetworks (LANs), wide area networks (WANs), combinations of these, andthe Internet. One or more networks may be wireless networks,complementing other wire line networks used for transmission ofinformation. In the system, information being communicated and storedmay include digital data, audio information and video information, indigital and other formats.

In this embodiment, data communication is generally accomplished usingconventional network protocols, such as Transmission ControlProtocol/Internet Protocol (TCP/IP). For example, communication andinteraction with the system 100 may be implemented in accordance withconventional processes and tools used for World Wide Web (web)applications, such as web page design and publishing tools,hyperlinking, hypertext markup language (HTML), extensible markuplanguage (XML) and other facilities. In other embodiments, otherequipment and processes may be substituted.

In the embodiment of FIG. 1, the system 100 includes a Rapid TransitionSuite Home Page 102, a Knowledge Transfer Plan Wizard system 104, a setof Knowledge Transfer Best Practices 105, a Knowledge Transfer Template106, a Knowledge Transfer Plan 107, a Portal Page Creation Process 108,an Engagement Site 110 and information about users and roles 124. Thesystem 100 further includes collaboration tools 112, a documentrepository 114 and a Task Completion Wizard 118. These elementsillustrate in part functional aspects of the system 100 which may beimplemented using data processing systems such as servers and personalcomputers and other components.

The Rapid Transition Suite Home Page 102 is a web page established bythe outsourcing agency as a point of information about its knowledgetransfer capabilities. The Rapid Transition Suite Home Page 102 isaccessible by associates of the outsourcing agency, including apprenticeworkers, managers of the knowledge transfer process, managers of theoutsourcing agency with client management responsibilities independentof the knowledge transfer process, other client management personnel ofthe outsourcing agency, and others.

Thus, in one embodiment, the Rapid Transition Suite Home Page 102 makesavailable to this audience general information on the agency's knowledgetransfer capabilities. The provided information includes salesmaterials, such as information, data and presentation materials formaking a business case for knowledge transfer and benefits realized byexisting clients participating in knowledge transfer engagements. Theprovided information further includes status information on the agency'snew knowledge transfer initiatives, such as newly availablecapabilities, information updates and so forth. The information furtherincludes public information on existing engagements and details on howto request new client service. Other information and capabilities may beprovided as well.

Preferably, The Rapid Transition Suite Home Page 102 is implemented as aconventional web page. As used herein, a web page is an addressable dataresource storing information which is accessible by, for example,directing a web browser to a uniform resource locator (URL) associatedwith the web page. Preferably, access is controlled or limited so thatconfidential or secure information is not accessible beyond a defineddomain. The web page may include any number of embedded links fornavigation and information display.

The knowledge transfer system may be initiated through the RapidTransition Suite Home Page 102. The Rapid Transition Suite Home Page 102provides access to the Knowledge Transfer Plan Wizard (“KTPW”) system104. The Knowledge Transfer Plan Wizard system 104 is a set ofform-driven web pages that lead users through processes of creating orupdating online transition plans. The forms, in one embodiment, containtext input blocks and other input devices configured to receiveuser-defined application and user information.

In other embodiments, any sort of information-receiving apparatus may beused. For example, the Knowledge Transfer Plan Wizard system 104 mayaccess previously stored data in files identified to the system KTPW104. However, using on-line accessible web pages which are configured todirectly receive information from a user provides advantages ofuser-friendliness. One design goal of the system 100 is permittinganyone, including a non-technically trained individual to manage theknowledge transfer process, including developing a Knowledge TransferPlan for the engagement. The individual may have expertise in areasother than data processing systems, such as financial accounting, butmay still initiate and manage the knowledge transfer process using theKnowledge Transfer Plan Wizard (KTPW) system 104.

Examples of the information received by the web page forms include butare not limited to (a) knowledge and computer applications to betransitioned from the client's expert workers to the outsourcingagency's apprentice workers; (b) the usernames of current owners,meaning one or more expert workers currently associated with anapplication; (c) target owners, meaning one or more apprentice workersto whom the expert's knowledge is being transferred; (d) and detailsabout the application. Such details might include information about thecomplexity of the application, the type of application, theapplication's category, and information about a vendor of tools relatedto the application.

In one embodiment, a user directs the browser of a PC to a web pagewhich provides access to the Knowledge Transfer Plan (KTPW) system 104.The web page is retrieved and served to the browser by a server of thenetwork. The server, by serving the web page, implements or instantiatesthe system 104. The server conventionally includes a processor and amemory. The server thus forms or includes a processor configured topresent a query or a series of queries to a know-how expert. The queryincludes questions associated with one or more defined roles for theprocedure to be transferred. The server memory stores the answers to thequery. The processor then creates role-specific portals based on theanswers to the query. Each role-specific portal is associated with oneor more defined roles.

The Knowledge Transfer Plan Wizard system 104 is a mechanism by whichthe user can custom-create a Knowledge Transfer Plan 107 for a specificengagement. This can be done by adapting the outsourcing agency'spreferred and prescribed methodology for knowledge transfer. KTPW System104 accomplishes this by taking as input (a) a set of Knowledge TransferBest Practices 105 and (b) a Knowledge Transfer Template 106.

The Knowledge Transfer Best Practices (105) provide tips and advice tothe user on established techniques for accomplishing specific knowledgetransfer tasks. An example of a best practice might be advice on how toplan the transfer of an expert's trouble shooting or debugging skills toa novice. Another example may be standard ways of estimating the time ittypically takes an expert to train a novice on how to use a computerapplication. Such an estimate might be based on the number of screensthat the novice will have to become familiar with and the number of usertasks supported by each screen.

The Knowledge Transfer Templates 106 are the outsourcing agency'sstandard templates for creating Knowledge Transfer Plans. The templatesincluded in one embodiment cover the following exemplary areas: businessprocesses, methodologies, organizational structure and changemanagement, and project, program, service, relationship and knowledgemanagement. Other areas may be included as well. For each area, thetemplates provide checklists of typical tasks that need to beaccomplished by most knowledge transfer engagements. Examples includebut are not limited to tasks such as overview of system architecture,login procedures, system start-up procedures, maintenance and backupprocedures etc. The templates may also include standard time frames forthe completion of each task.

The Knowledge Transfer Plan Templates 106 may be maintained and storedin any format including database tables, HTML or XML pages orspreadsheets. In general, the templates 106 include data andinstructions defining tasks, timelines and other information which issuitable for input to the Knowledge Transfer Plan Wizard system 104.

The Knowledge Transfer Plan Wizard system 104 takes as input theKnowledge Transfer Best Practices 105 and Knowledge Transfer PlanTemplate 106 and enables the user to create a Knowledge Transfer Plan107 for a specific engagement. KTPW System 104 accomplishes this bypresenting a series of web pages to the user and directs the user toprovide necessary information. The system 104 responds to the user'sinputs with further queries tailored to prompt the user to provideadditional necessary information that will constitute the KnowledgeTransfer Plan 107 for the specific engagement. Thus, the user is guidedwith standard tasks that are usually necessary to be completed duringthe knowledge transfer process. Further, the user is presented withstandard timeframes for completion of the tasks. The user's inputs inresponse to these prompts control subsequent prompts or form fieldspresented to the user. The standard tasks and timeframes may also beupdated, customized or supplemented to produce an accurate transitionplan for each application. This results in the consolidated KnowledgeTransfer Plan 107 that contains all the planning information necessaryfor accomplishing knowledge transfer for an engagement. The informationincluded in Knowledge Transfer Plan 107 are described above. Other inputsources such as preexisting data files may be used in addition to orinstead of those shown in FIG. 1.

The Knowledge Transfer Best Practices 105 are stored conventionally on aserver or database accessible over a network. The Best Practices 105 maytake any suitable form, and the form will be tailored to the nature ofthe particular process. Examples of the form of a Knowledge TransferBest Practices 105 include data in a database, code portions whichimplement functions, routines or expert systems, web pages which provideinformation, request user input, or a combination, etc. It is expectedthat the set of Best Practices 105 will be supplemented and revised, andgenerally grow over time, as experience in knowledge transfer isobtained and refined.

In one embodiment, the knowledge transfer plan 107 is created using anengagement setup application. This application includes one or moreASP.NET pages that access a SQL server database. The application createsa SharePoint site for use in conjunction with the SharePoint applicationavailable from Microsoft Corporation, Redmond, Wash. The application isinitiated by a transition specialist who has knowledge of theinformation and tasks to be transferred, experts who currently owninformation and apprentices to whom knowledge is to be transferred. Thetransition specialist begins the process by providing to the applicationbasic information about the engagement, such as a name of theengagement, a name of transition specialist, etc., in ASP.NET forms. TheSQL database is updated and the engagement setup application launches amethodology wizard. This wizard includes a set of ASP.NET form drivenpages that determine the methodology and the corresponding knowledgetransfer plan wizard based on the transition specialist's input. Inaddition, this wizard performs administrative tasks, such as creatingusers, defining vocabulary, etc., necessary to create SharePoint sitesfor use by the SharePoint application. Once all the data is gathered inthe SQL database, a server-side ASP.NET application uses the data tocreate a SharePoint repository using the SharePoint object model.

This embodiment includes an engagement setup tool. The methodologywizard creates the ASP.NET pages that display the appropriatemethodologies, as text and Excel templates, based on the engagement'sattributes as specified by the transition specialist. The knowledgetransfer plan setup wizard is the initial step in creating theSharePoint site. Through ASP.NET forms, a transition specialistidentifies the engagement name, the initial transition specialists andteam members. Users are created in SharePoint based on the informationspecified. This information is submitted and verified before progressingto the next module, the analysis wizard. Each user who is granted accessreceives a log in identification and a password to access this wizard.The Knowledge Transfer Plan Template 106 includes data and instructionsdefining tasks, timelines and other information which is suitable forinput to the Knowledge Transfer Plan Wizard System 104.

FIG. 2 illustrates a set of ASP.NET forms of an engagement site setupwizard. A first form 202, a second form 204 and a third form 206 areshown. In a typical application, a large number of forms may be requiredto collect all the necessary information to define the engagement.

The first form 202 includes a window 208 for entry of an engagement nameand a window 210 for entry of an approving senior executive or otherauthorized individual of the outsourcing agency. The second form 204prompts the user for additional information. The second form 204 may beaccessed automatically upon completion of the first form 202. The secondform 204 includes a pop-up menu 212 for definition of a transitionspecialist, a pop-up menu 214 for definition of an account manager and apop-up window 216 for definition of a client team member. The third form206 similarly prompts the user to define the project vocabulary. Thus,the third form 206 includes a pop-up menu 218 for specifying anapplication to be transferred. Associated with that application is ateam leader, specified at pop-up menu 220. Also associated with thatapplication is a knowledge facilitator or expert (from whom theknowledge about that application will be transferred to apprentices),specified at pop-up menu 222.

It is to be understood that the forms illustrated herein are exemplaryonly. For other applications, other types of data collection may besubstituted. The illustrated forms are particularly useful, though,where a non-technically trained transition specialist is establishingthe engagement site. The forms offer an intuitive, guided approach toinformation collection.

After verification through a log in form, the transition specialistprovides the engagement's attributes, such as complexity, transitiontype, etc., in additional ASP.NET pages such as though illustrated inFIG. 2. These pages communicate the data to be stored in a SQL database.Based on the Knowledge Transfer Plan Analysis Wizard data, theapplication queries a SQL database for the appropriate methodology text.This text is displayed in static ASP.NET pages. In addition to statictext, the Knowledge Transfer Plan Analysis Wizard data is used to querya SQL database for the appropriate methodology.

As noted above, in this exemplary embodiment, the Knowledge TransferPlan Wizard creates the SharePoint Knowledge Transfer Plan for theengagement based on data entered in ASP.NET forms. After the methodologyis displayed, a set of ASP.NET form driven pages walks the transitionspecialist through the creation or update of online Knowledge TransferPlans. In the Knowledge Transfer Plan Wizard, the transition specialistis prompted in ASP.NET pages to map project vocabulary to theapplication's default vocabulary. This information is stored in a SQLdatabase. For each engagement, the transition specialist is prompted toenter the number of applications to be transferred. Based on thisnumber, the Engagement Setup Application prompts the user with a seriesof ASP.NET forms to gather information for each application. As the usercompletes each form, the data is sent to a SQL database. Alternatively,the transition specialist may also have an option to upload an existingKnowledge Transfer Plan created in Microsoft Excel.

FIG. 3 illustrates a set of ASP.NET forms of an exemplary KnowledgeTransfer Plan Wizard. FIG. 3 shows a first form 302, a second form 304and a third form 306. In a typical application, a large number of formsmay be required to collect all the necessary information to define theengagement.

The first form 302 includes a window 308 for receiving an engagementname and a pop-up menu 310 for specifying a number of skill areas. Entryof this and other information in the first form automatically calls upadditional forms, such as the second form 304. The second form 304includes a pop-up menu 312 for definition of a current owner or currentexpert. A pop-up men 314 permits specification of the complexity of therequired skill and a pop-up menu 316 permits categorization of theskill. After completion of the second form 304, a subsequent form suchas third form 306 is presented for completion by the user. The thirdform 306 includes additional data entry points, such as a pop-up menu318 for entry of a transition due date for the engagement or the skillare, a pop-up menu 320 for identification of a person designated toapprove the transition of the skill area and a pop-up menu 322 forspecification of a verification model.

It is to be understood that the forms of FIG. 3 are exemplary only. Forother applications, other types of data collection may be substituted.

As an additional feature, in some embodiments, the ASP.NET webapplications that are used to create the Knowledge Transfer Plan Wizardcan be encapsulated as a Microsoft SharePoint Web Part. This allows theKnowledge Transfer Plan Wizard to be imported into Microsoft SharePointand used within a SharePoint site. In order to accomplish this, aspecific aspect of the SharePoint Object Model is utilized. By using theMicrosoft SharePoint Web Part Pages library, additional lines of codeare added to the ASP.NET web form used for the Knowledge Transfer PlanWizard to convert the wizard from a Web Form Control to a Web Part.Namely, the WebPart class and its RenderWebPart( ) andCreateChildControls( ) methods are used to create the KTP Wizard WebPart.

The Web Part Architecture in Microsoft SharePoint allows for theinteractive connectivity of Web Parts on a page. This capability allowsfor added functionality for the Knowledge Transfer Plan wizard. With themain Knowledge Transfer Plan wizard sitting as the main Web Part on aMicrosoft SharePoint page, two other Web Parts, one to monitor theoverall progress of the user's Form Input Process, and the other todisplay help information about the current step in the user's Form InputProcess, also sit on the SharePoint Smart Page. These supplemental WebParts take status information from the main KTP Wizard Web Part, anddynamically display information as a result.

To make Web Parts in Microsoft SharePoint connect to one another, twoimportant SharePoint interfaces are implemented for each Web Part. Theseare the ICellProvider and ICellConsumer. Event handlers and methods inthese interfaces also need to be implemented to allow information fromone Web Part to be passed into another.

The information about roles and users 124 is determined by eachengagement. This information 124 is used as an input to the KnowledgeTransfer Plan Wizard system 104. In one example, generic roles aredetermined in association with standard processes.

The generic roles may be tailored by operation of the Knowledge TransferPlan Wizard system 104 in accordance with the particular engagement. Forexample, for a particular application, there is assigned a knowledgeowner, a knowledge recipient and a transition manager. The knowledgeowner corresponds to the expert worker of the client. The knowledgerecipient corresponds to the apprentice worker of the outsourcingagency. The transition manager is an individual who may be employed byeither the client or the outsourcing agency. By way of example, inresponse to operation of the wizard system 104, the knowledge recipientmay be modified to define two knowledge recipients instead of one.Individual names are provided through the wizard system 104 and mappedto each role.

The portal page creation process 108 receives data and other informationprovided by the user of the Knowledge Transfer Plan Wizard system 104.The portal page creation process 108 maps the information entered usingthe Knowledge Transfer Plan Wizard system 104 about the engagement, eachapplication, and the users to a standard knowledge transfer methodologybased on additional inputs, such as the best practices defined by theKnowledge Transfer Plan Best Practices 120. From this mapping, theKnowledge Transfer Engagement Site 110 is created. Further, all pagescreated by the portal page creation process are integrated with otherfacilities required by the knowledge transfer process, such as thecollaboration tools 112, the document repository 114 and the TaskCompletion Wizard system 116.

The portal page creation process 108 in one embodiment is implemented ascode and data operating responsive to predetermined knowledge transferplan data for configuring program code and the associated data definingrole specific portals. This program code and associated data define rolespecific portals for individual expert workers and apprentice workers.The code and data operate on a server of the system 100. The codecontrols a processor of the server to perform the functionalitydescribed herein, as well as other functionality. The processor, inconjunction with the code and data, accesses data stored on a memorysystem such as the document repository 114 in the system 100 in responseto operation of the Knowledge Transfer Plan Wizard system 104. Theprocessor responds to the code and the data to create a plurality of newweb pages at the engagement site and to create the necessary linkagesamong the web pages and between the pages and facilities such as thecollaboration tools 112, the document repository 114 and the taskcompletion wizard system 116. Among the new web pages created are therole specific portals for the individual workers. Additional informationabout the portal page creation process 108 is provided below inconjunction with FIG. 6.

In one embodiment, the portal page creation process includes aSharePoint repository creation application. This application is aserver-side application implemented on a SharePoint server of thesystem. This application retrieves the basic engagement andapplication-specific data of the Knowledge Transfer Plan 107 and usesthat data to incrementally create the Microsoft SharePoint documentrepository 114 for the engagement. The SharePoint object model is usedextensively in this embodiment to accomplish aspects of this task.

An important component of the SharePoint document repository 114 is thecreation of SharePoint Smart Pages using Page Templates. Smart Pageshold Web Parts to display information about the engagement and itsapplications. The SPWebCollection class is used to create a new sitewith its Add( ) method. To apply a template to the pages created,several pages on the SharePoint server are modified in the server'sLAYOUTS folder

In this exemplary embodiment, users and their roles are created based ondata stored in the Knowledge Transfer Plan 107. To add new users, thefollowing object model elements will be utilized:

-   -   SPRole is used to access and create new users and roles. A new        user can be added using the Adduser( ) method.    -   SPPermission is used to access and create the permission        assigned to a user, site group, or cross-site group for a list        or a site.    -   SPPermissionCollection is used to obtain a collection of        SPPermission objects.

Tasks and their information are created based on data stored in theKnowledge Transfer Plan 107 database. Tasks are considered lists inSharePoint. To add new tasks, the following object model elements areutilized:

-   -   SPListCollection is used to obtain collection of lists in a        site. A new list can be added to this collection by using the        Add( ) method.    -   SPList is used to access a list on a SharePoint site.

Events and announcements are created based on data stored in theKnowledge Transfer Plan 107 database. Events and announcements areconsidered lists in SharePoint. To add new events, the following objectmodel elements are utilized:

-   -   SPListCollection is used to obtain collection of lists in a        site. A new list can be added to this collection by using the        Add( ) method    -   SPList-will be used to access a list on a SharePoint site.

To facilitate the intelligent storage of documents in the SharePointrepository, a folder structure is created based on data stored in theKnowledge Transfer Plan 107 database. To create new folders, thefollowing object model elements are utilized:

-   -   SPSite is used to access existing folders in the repository. For        example, to access the “Shared Documents” repository,        SPSite.GetFolder(“Shared Documents”) is used.    -   SPFolder is used to access and create new folders. For example,        to create a new folder, SPFolder.Create( ) is used.

At the core of every list in the SharePoint repository is a set of viewsthat filter list data for each engagement application. A view is createdfor each application to display application specific content on aSharePoint Smart Page. To create new views, the following object modelelements are utilized:

-   -   SPViewCollection are used to obtain a list of Views that exist        for a List type.    -   A new view can be added to this collection by using the Add( )        method.    -   SPView is used to define and customize a new view for a List        type. Once implemented, the SPView object will be entered into        the SPViewCollection.Add( ) method described above.

The engagement site 110 is a set of web pages and associated data andinformation which is created by the portal page creation process 108 forthe particular engagement between the client and the outsourcing agency.The engagement site includes an engagement home page 130, applicationhome pages 132, user home pages 134 and security and access rights 136.

The engagement home page 130 provides an overall view of the knowledgetransfer process for the benefit of client managers. One example of anengagement home page 130 will be described below in conjunction withFIG. 6. The engagement home page 130 provides links to specificapplication home pages 132 to permit easy navigation between the homepage 130 and the application home page 132. The application home page132 further includes analysis tools which have the ability to track keymetrics, milestones and status. The key metrics are defined specificallyaccording to the Knowledge Transfer Plan for specific roles andapplications. Product, status and success factors are tracked byresource and by application. In some embodiments, a calendar andschedule may be displayed for all applications. Milestones and key datesmay be highlighted in any suitable fashion on the calendar and theschedule.

In the illustrated embodiment, the engagement home page 130 isimplemented as a web page with controlled access. The page 130 isaccessed by directing the user's web browser to the URL of the page 130.The page 130 includes data, text, graphics and other information for theuse of individuals involved with the knowledge transfer process. Onlyindividuals with appropriate access rights can retrieve the page 130.

Preferably, the engagement home page 130 includes a link to theKnowledge Transfer Plan Wizard system 104. By activating this link andproceeding through the Wizard system 104, the knowledge transfer processmay be updated as schedules change, progress is made and experience isobtained.

The application home pages 132 provide a central team view of allknowledge to be transferred for a single application. One example of anapplication home page will be described in further detail below inconjunction with FIG. 7. Current knowledge owners, such as expertworkers of the client, and knowledge recipients use this web page as asingle point to perform knowledge transfer for each application. In oneembodiment, the application home page 132 for an application tracks keytasks, documents and discussions for current application owners andapplication recipients. In the exemplary embodiment, the currentapplication owners are the expert workers of the client associated withthe application. The application recipients are the apprentice workersof the outsourcing agency. The application home pages include codeportions which compile and process information about the associatedapplications. Examples include tasks, milestones, contacts, discussionsand documentation.

Preferably, the application home page 132 includes a hypertext link orother access to the Knowledge Transfer Plan Wizard system 104. Byactivating this link and proceeding through the wizard system 104, theknowledge transfer process is updated to reflect schedule changes,progress made and experience obtained.

The user home pages 134 provide each user with a combined view of allapplications assigned to that individual user. A user is any individualgiven access to one or more pages of the system 100. A user may be anexpert, an apprentice, a manager or another person involved with theknowledge transfer process. The user home pages 134 are configured asweb pages accessible by redirecting the user's web browser to the URLassociated with the web page. Each user home page 134 includes data,text, graphics and other information tailored to the individual userbased on the Knowledge Transfer Plan. Further, in the illustratedembodiment, each user home page 134 provides links to application homepages 132 associated with each user. Still further, each respective userhome page 143 includes code portions, links to routines or otherfacilities to track key tasks, milestones and status for the individualuser. For users associated with multiple applications, the user homepages 134 provide a central location for all user relevant information.

The security and access rights 136 of the engagement site 110 ensurethat users can access only areas of the system 100 to which their accesshas been defined based on the users' respective role in the transitionprocess. Each user has preassigned, predefined access rights. Sitesecurity is responsive to these access rights. The access rights asapplied to pages of the engagement site 110 are designated by accesscontrol lists and by filtered application views. Access rights areapplied to engagement pages, application pages, web parts and individualitems. Items in the system 100 for which access rights are defined mayhave user-based or application-based security, depending on the rolesdefined in the portal page creation process 108. Roles and user groupsare defined by information about roles and users 124.

The security and access rights 136 in one embodiment are maintained aslists of users with access to locations of the system. The locations maybe defined by web page URL or any other identifier. The access may begraded, such as read-only access, read-write access, no access, etc.Further, the security and access rights 136 may be maintained as dataand code which limits the extent of web page data conveyed to a userupon doing a page read. For example, depending on the content of thesecurity and access rights 136, data defining a hyperlink to a portionof the system 100 may be suppressed so that an unauthorized user may notbe given click-through access to the system portion. In still anotherembodiment, the system and access rights may be stored as group listsdefining groups of users and the security and access rights associatedwith each group.

The collaboration tools 112 are used by current knowledge owners andtheir associated apprentices to complete knowledge transfer tasks and tocapture adhoc information. The collaboration tools 112 bring togetherthe voices, screens, and computations of peers to improve productivityin the workplace. Program code defines the collaboration tools 112 orsystems for two-way and other communication between individual expertworkers and individual apprentice workers. Examples of the toolsincorporated within the collaboration tools 112 are described here.

One example is a tool which creates discussion threads among users. Adiscussion thread is a text based query and response system in whichtext messages are displayed on screen. The messages are organizedhierarchically and by subject, so that new message threads may be spunoff of existing threads in order to focus a discussion on an identifiedtopic. Access to the threads is controlled, for example by the securityand access rights 136. For example, access to a thread might be given toonly an expert worker, his apprentice and their respective supervisors.One example of a page for access to discussion threads will be describedbelow in conjunction with FIG. 8.

A second collaboration tool allows a user to initiate an InstantMessaging session. Instant Messaging is a set of software processes thatallow text-based communication between two or more users. In an InstantMessaging session, a temporary communication link is created over thenetwork between the participants. Communication can be substantiallyreal-time. A text message may also include an attachment such as a datafile. Upon completion of the session, the communication link is ended.Instant Messaging is well suited to communication between users who worksimultaneously but separately.

For efficient knowledge transfer, it is helpful for users to refer to anold, secure conversation they previously had with somebody, such as anexpert or a peer. For example, if a user had an Instant Messagingsession (“IM'ed”) with another user regarding learning how to perform atask and forgot one of the steps, the user can refer back to thearchived chat sessions and recreate what the expert had explained. Inone embodiment, multi-party IMs (anywhere from 2 to 32 concurrentmembers) are possible. Any of the parties can add new callers to thesession.

Archiving IM conversations is a functionality of the preferredembodiment. An IM Archiving Service that provides security andSEC-compliant archiving for instant messages is installed into aStructured Query Language (SQL) database (“DB”) in the system'sSharePoint content repository (as .MDF and .LDF files) withquery/reporting capabilities. In this embodiment, the followinginformation is logged per conversation:

-   -   Time & Date of conversation    -   From (the originating party)    -   To (the destination)    -   CallID (the unique session ID of the IM session)    -   CSeq (unique ID of given message within sequenced session)    -   The content of the entire IM

More or less or alternate information may be stored as well.

In order to retrieve IM conversations in the future, metadata should beassociated with each conversation to search for useful conversationsfrom the others when locating for help on a particular subject. Thisshould be done automatically as an IM conversation is logged.Preferably, the metadata includes at least some of the following:

-   -   User names of parties conversing    -   Application relation. This can be accomplished by having a user        select a “topic” before initiating the conversation that is        automatically stored

A user looking for a certain conversation can enter a word or phrase.The system automatically searches through the metadata and retrieves allconversations that match the search criteria. The user then selects aconversation which is opened for viewing.

A third collaboration tool allows a user to send electronic mailmessages. An electronic mail message generally includes text but mayhave data files and other attachments. The electronic mail message isaddressed by the author and sent. The network routes the message to therecipient and delivers the message for storage in an inbox associatedwith the recipient. The recipient can retrieve the message at any time.Electronic mail messages are well suited to communication between userswho do not work simultaneously, due to time zone differences, forexample.

A fourth collaboration tool allows a user to initiate audio and videomessages. The author speaks for audio recording or performs before acamera for video recording. The audio or video is converted to digitalform, if appropriate, and is then conveyed to the recipient.Communication may be through any suitable channel or in any suitableformat. For example, the audio or video information may be attached toan electronic mail message, or may be stored to a central location whilea message is sent to the recipient prompting the recipient to retrievethe stored information. One example of a page for access to capturedvideo information will be described below in conjunction with FIG. 9.

A fifth and a sixth collaboration tools relate to screen sharing. Screensharing is an important aspect of the rapid and efficient knowledgetransfer. Transferring knowledge remotely would be limited without theability of the client team to capture day-to-day efforts visually forthe outsourcing agency's team to view. As noted above, screen sharing iscomprised of two types of collaboration. Asynchronous collaborationinvolves capturing a screen as an image or screen activity as a videofor viewing later. Synchronous collaboration involves real-time sharingof a screen between two users to simulate “over the shoulder learning.”Both are preferably incorporated into the knowledge transferapplication.

The sixth collaboration tool allows a user to record moving screencaptures with voiceover narrative. This extends the capability of thefifth collaboration tool, screen capture, described above. The userinitiates the screen capture process. Subsequently, until the screencapture process is ended, all screen display information is saved to afile for playback. This includes the initial screen display, mouse orcursor movements, changes to the display, pop up or pull down menuappearances, and so forth. Anything the capturing user sees on thedisplay screen is captured and stored. After retrieval by the recipient,the recipient sees a complete playback of all screen information asrecorded. In some embodiments, the playback may be stopped, slowed,reversed, and so forth. Further, in some embodiments, the capturing usercan provide a voiceover description or narration of the process beingcaptured. This audio information is also stored and played back to therecipient, with the voiceover narration synchronized to the activity onthe screen.

In one embodiment, a product known as SnagIt is used to enableasynchronous collaboration capabilities. SnagIt is available fromTechSmith Corporation, Okemos, Mich. SnagIt is capable of takingsnapshots of a screen to save as an image and recording video and audioto create movie files of users performing actions on their desktop. Thisproduct also provides the capability to integrate screen capturecapabilities within the Knowledge Transfer Plan application whennecessary.

To activate a SnagIt session, the user will need to launch the SnagItapplication. Once the user is in the SnagIt application, the user mustselect the image capture type by proper menu activation, such asclicking Tools->Image Capture. Once this is complete, the user canselect the type of screen capture to perform. In one embodiment, thiscan range from a region of the screen, the active window, or the entirescreen. After selecting the desired type of screen capture, the user canselect a capture button on the user interface and capture the screen.Immediately after capturing the screen, a prompt will show that willallow users to save the image.

Video capture using the SnagIt product is similar to screen capture asdescribed above. The user starts by selecting Video Capture from theapplication menu. The user then selects the type of screen capture toperform. After selecting the type of screen capture, the user can clicka capture button on the user interface and capture the screen.Immediately after capturing the screen activity, the user selects a stopoperation and a prompt allows the captured screen shot to be saved.

The seventh collaboration tool allows a user to capture personalcomputer desktop item and screenshots, with annotation. As the useroperates a computer application, the image displayed on the user'scomputer display changes to reflect the progress of the computerapplication. At any point, the user may capture the display. The displayis formatted to any convenient form and stored. The stored informationis subsequently retrieved by the intended recipient who then seesexactly the same content on his display screen that was captured by theuser. Since the screen information is stored, it can subsequently beused and re-used. A conventional screen capture tool may be used toimplement this capability or a custom design may be provided.

Similar to asynchronous collaboration, real time application and screensharing allows for another layer of remote communication, and assists inthe knowledge transfer process by simulating “over the shoulderlearning.” Synchronous collaboration allows one or many other teammembers to get a view of a user's entire desktop or a particular set ofchosen applications, as part of an interactive session. During thissession, activity relevant to a job function can be visually displayedfor others to see.

It is to be understood that other types of audio, video and screencapture may be substituted for the method and product described here.The description provided here is exemplary only.

This list of collaboration tools is intended to be exemplary and notexhaustive. Other types of collaboration tools which may be subsequentlydeveloped or which employ complementary technologies, such as wirelesscommunication, may be added to the collaboration tools 112 accessible inthe system 100.

Preferably, the collaboration tools 112 may be accessed from any pagewithin the system 100. Thus, if in one example, an apprentice may needadditional instruction on completion of a particular task for anapplication as defined by the Knowledge Transfer Plan and involving acomputer application, the apprentice may initiate an Instant Messagingsession with the expert associated with the task. The Instant Messagingsession or any of the collaboration tools may be initiated by, forexample, manipulating a pop up menu on the user's display screen.

In response to inquiries in the Instant Messaging session, the expertmay respond to the apprentice by initiating a screen capture. During thescreen capture session, the expert manipulates his personal computer toperform the task. The display is captured along with the expert'svoiceover narration, if provided. The captured screen display isconveyed to the apprentice who plays back the captured session and seesan example of task completion. The captured session may be played backrepeatedly by the apprentice or by other apprentices to reinforce theknowledge transfer.

For some tasks, the use or provision of individual collaboration toolsmay be driven by the requirements of the task. For example, if the taskdoes not require computer operation, screen capture may provide nobenefit. To accommodate this, when the user home pages 134 are createdby the portal page creation process 108, the pop up menus or otheraccess devices for the collaboration tools 112 may be tailored toexclude those which do not apply to a task.

The collaboration tools 112 may include standard, off the shelfproducts, such as electronic mail packages that are commerciallyavailable. Microsoft Outlook by Microsoft Corporation is an example. TheSnagIt product from TechSmith Corporation is another example. In otherembodiments, custom tools may be provided or combined with commerciallyavailable products. For example, a custom screen capture tool may beused to perform the screen capture process. The tool may be combinedwith a commercially available data compression system to reduce the sizeof the output data file for storage and transmission.

The document repository 114 stores all knowledge documentation that canbe viewed within the system 100. In one embodiment, the documentrepository 114 will store all applicable records, includingdocumentation files, screen and video capture files, Instant Messagingsession files, threaded discussion files, and list items. The format ofthe stored records will be customized to the application which createdthe record. Thus, the documentation files may be in the format used by,for example, Microsoft Word or Microsoft Excel, both by Microsoft Corp.List items may include data about tasks, contacts or events.

The document repository 114 may be formed using a single data storagedevice or system, or it may be distributed over many such devices. Inaddition, the document repository 114 may include control devices formanaging the records stored in the document repository 114. The documentrepository 114 thus forms a memory system configured to store data of arepository of knowledge transfer of information associated with transferof knowledge.

In one embodiment, each record in the document repository 114 is taggedwith metadata. Metadata is a file associated with a record or datastored in a record which is used by components of the system 100 butwhich is generally not visible or accessible to users. The metadata tagsare used to classify records and permit searches on the records. Themetadata is added to the record automatically by components of thesystem. The metadata may be based on content or key words of the recorditself.

In one embodiment described herein, the system is implemented using theSharePoint product from Microsoft Corporation. In this embodiment,effective storage of screen captures and other data in the SharePointfile cabinets is an important aspect of the present knowledge transfersystem. Video and screen capture files and other files must be storedand organized in a relevant file structure for effective search andretrieval from the knowledge repository.

To facilitate the storage of screen captures and other files into theknowledge repository 114, screen capture and other files are uploadedinto SharePoint using a file structure network mapping. By using thevirtual file system provided by SharePoint, users are able to uploadscreen capture and other content seamlessly as if they are saving adocument to a network drive, while SharePoint will update its contentrepository automatically to make the upload a part of the knowledgetransfer system.

In order to make screen captures and other files stored in the knowledgerepository 114 searchable and retrievable by other users in the system,additional metadata about the screen captures are entered by usersduring the save process. Users will indicate information about thecontent they are creating that can be searched on by other SharePointusers. In some embodiments, the knowledge transfer application willautomatically generate some or all of the metadata needed for screencaptures and other files. Other embodiments require users to manuallyenter metadata information after saving their screen capture or othercontent. After content into the SharePoint virtual file cabinets, usersenter the properties section for that file and input the necessarymetadata. SharePoint automatically indexes this metadata, and makes itsearchable throughout the Rapid Transition Suite application. Otherembodiments, using commercial products other than Microsoft SharePointor using custom applications, may include similar functionality.

The task completion wizard system 116 provides dynamically created taskinstructions to walk users through the necessary steps of each task, asdefined by the Knowledge Transfer Plan, and to ensure that the necessarydocumentation is created for sign-off on each task. In one embodiment,the Task Completion Wizard system 116 provides steps on how to completea task while providing integration with the collaboration tools 112.Thus, the task completion wizard system 116 may create a web pageshowing task steps and providing navigation tools or pop up menu accessto the collaboration tools 112. Further, the task completion wizardsystem 116 provides links to related information and help guides foreach task. For example, a help menu may be accessed by following ahyperlink on a task completion page. The help menu options arecustomized to the task, the application and even the user by the portalpage creation process 108. Still further, the task completion wizardsystem 116 provides help links which are integrated with threadeddiscussions of the collaboration tools 112.

The task completion wizard system 116 also provides a clear path to signoff on each task. Sign off occurs when the apprentice and the expert,and perhaps their respective supervisors, agree that the apprentice haslearned the appropriate knowledge or has become proficient in a giventask. Each individual indicates approval and the knowledge transfer forthe particular task is considered complete.

FIG. 4 illustrates a set of forms of an exemplary task completionwizard. The set of forms includes a first form 402 and a second form404. Other forms may be provided depending on the task or otherrequirements of the particular engagement. The first form 402 provides aspace 406 for entry of the user's name and a pop-up menu 408 foridentification of the user's department. The second form 404 is specificto the task and provides links to launch collaboration tools in thecontext of the structured process including the current task.

FIG. 5 illustrates a set of forms of an exemplary proficiency evaluationwizard. The proficiency evaluation wizard produces dynamically createdinstructions to walk a user through evaluation of the proficiency of theapprentice to whom knowledge was transferred. The wizard is accessed bya current application owner or expert. The wizard produces a set offorms, such as forms 502, 504, providing steps on evaluation of theknowledge transfer recipient's proficiency in a given skill area. Thesesteps are defined based on the Knowledge Transfer Plan. Further, theforms include links to related information and help guides to assist theexpert to determine apprentice proficiency.

The form 502 thus includes a field 506 for entry of the user's name. Inthis form 502, the expert is identified. Further, the skill area underconsideration is specified in a pop-up menu 508. The form 504 includes alink 510 which, upon clicking, redirects the user's web browser to a webpage including the referenced guidelines. Preferably, these guidelinesinclude a mixture of general guidelines for reviewing and evaluating anapprentice's work and specific guidelines keyed to the skill areadefined in the field 508. Further, the form 504 includes a pop-up menu512 for specifying the knowledge recipient or apprentice being evaluatedand a pop-up menu 514 for specifying the apprentice's proficiency.

FIGS. 6-9 are screen shots illustrating aspects of the system 100 ofFIG. 1. FIG. 6 illustrates an example of an engagement home page 130.The engagement home page 130 includes a navigation area 602, a welcomepage link 604, an announcement area 606, applications links 608, andevent listing 610 and a task field 612. The engagement home page 130 isconfigured as a web page with a plurality of hyperlinks. By directing aweb browser to the URL of the engagement home page 130, the display ofthe engagement home page (illustrated in FIG. 6) is produced on a user'sdisplay screen. By clicking any of the links shown on the display, theuser's web browser is redirected to another web page with moreinformation and possibly more links. Displaying the engagement home page130 and other pages is one embodiment for presenting to a transitionadministrator one or more on-line forms arranged to receive informationabout applications to be transferred as well as the experts andapprentices involved.

The navigation area 602 includes links to records in the documentrepository 114 (FIG. 1). The links include documents links 614, pictureslinks 616, list links 618, discussion links 620 and survey links 622.Within the group of document links 614 are project document links 624,video capture links 626 and instant messaging (IM) capture links 628.Similarly, within the pictures links 616 are gathered screen capturelinks 630. Within the group of list links 618, are gathered links tocontacts 632, tasks 634 and other items 636. The discussion links 620includes a link to general discussions 638. By clicking on any of thelinks shown in the navigation area 602, the user's web browser isredirected to another web page with more information and possibly morelinks. For example, following link 624 to project documents providesaccess to word processing and other files stored in the documentrepository 114.

The engagement home page 130 also includes a search window 640. The usermay submit a search to the search window 640 to search for an enteredtext string within the records of the document repository 114. In oneembodiment, the metadata associated with each record is searched for theentered search text.

The welcome page link 604 provides access to a welcome page of thesystem. As indicated in FIG. 6, the welcome page contains welcomeinformation, background and introduction materials.

The announcement area 606 includes text information and links providingcurrent announcements to users. Preferably, the links listed in theannouncement area 606 provide access to other information by which auser can follow up with the information provided in the announcement.

The application links 608 provide access to project applications. Byfollowing one of the application links 608, a user accessing theengagement home page 130 can obtain additional information about eachapplication involved in the engagement. For example, within a link 642are gathered documents and other information about financial assetmanagement applications. By following link 644, the user can obtainadditional information about materials management applications. Anadditional link 646 invites the user to add new applications. In thisway, users can access knowledge about all the applications involved inan engagement.

The event listing 610 includes calendar and time information forupcoming events. By following one of the links in the event listing 610,a user can obtain additional, detailed information about one of theevents.

The task field 612 lists pending tasks of the user, along with detailedinformation about the tasks. The detailed information includes a title,task status, task priority, due date, the application to which the taskis related, and an indication of percent completion. For example, afirst task 648 is titled, Capture Screen Shot-Display Sales Order. Thestatus of this task is “completed” and its priority is number two,normal. The due date for task completion was May 15, 2003 and theapplication relates to the CRM application. Since the task has beencompleted, it's listed as one hundred percent complete. A second task650 is titled, “capture video on create sales orders.” The status ofthis task is “in progress” and its priority is number one, high. No duedate is listed for this task and it relates to the same application, theCRM application. According to the listing, the task is ninety percentcomplete.

In addition to these areas, the engagement home page 130 and other pagesillustrated in this exemplary embodiment include additional links andmenu items. Conventional Microsoft Internet Explorer icons 652 areprovided at the top of the engagement home page 130 for user navigationand operation of the browser. Further, pop-up menus 654 are alsoavailable for additional navigation and control operation.

FIG. 7 illustrates an exemplary embodiment of an application home page132. As noted above, application home pages provide a central team viewof all knowledge to be transferred for a single application. Data basedon information entered in the engagement home page 130 and other pagesis stored in a memory system as knowledge transfer information dataentered by the transition administrator using one or more on-line forms.Actual entered data may be stored, or the entered data may be processed,for example, according to best practice data, and subsequently produceddata stored.

Based on the stored knowledge transfer information data, applicationhome pages are created for respective experts and respectiveapprentices. Each of the application home pages and the individual userhome pages are preferably accessible through a web browser operating ona computing device such as a personal computer.

FIG. 7 illustrates an exemplary embodiment of an application home page132. As noted above, application home pages provide a central team viewof all knowledge to be transitioned for a single application. Currentknowledge owners, or experts, and recipients, or apprentices, use thissite as the central point to perform knowledge transfer for eachapplication.

The application home page 132 includes a navigation area 702, a tasksarea 704, a news area 706, an issues area 708 and a milestones area 710.The navigation area 702 provides links 712 to other locations in thesystem. The links 712 are organized functionally. Thus, one group oflinks allows navigation among the different areas of the applicationhome page. A second group of links allows access to knowledge or otherinformation stored in the document repository 114. These links take theuser to, for example stored documents, video captures, screen captures,etc. A third group of links provides access to stored discussionmaterials, such as stored threaded discussion files. A final link 714provides access for the user to the collaboration tools 112.

The tasks area 704 includes a list of tasks to be completed forcompletion of knowledge transfer for an application. Each task in thelist is displayed as a link to a web page providing additionalinformation about that task. Displayed in the tasks area is summaryinformation for each task, including the task title, the user to whichthe task is assigned and task status.

The news area 706 provides a list of links to new collaborationmaterials that have been produced by users involved in transitioning ofthe task. By clicking on a link in the news area 706, a user accessingthe application home page 132 can view additional information about thenew item and review the information associated with the item. Each itemin the news area includes a title and a list type.

The issues area includes a list of links to records defining problems ortopics that need discussion or collaboration. For example, when a useridentifies a system problem, the user may initiate a new item forplacement in the issues area 708. Other users may click on a link listedin the issues area to obtain additional information about the issue andits resolution.

The milestones area includes a list of links defining milestones oraccomplishments associated with the application to which the applicationhome page 132 is assigned. For each milestone, a title is listed alongwith scheduled begin and end dates. In the example of FIG. 7, themilestones move from the initial phase of knowledge transfer, “begin SAPmodel training,” to the final phase of approval and sign-off. Byclicking on any of the links in the milestones area, a user can obtainmore information about a particular milestone and its completion.

Each of the areas 704, 706, 708, 710 includes menu items for additionaluser control. For example, in the illustrated embodiment, each of theareas includes a new item menu entry 712 and a filter entry 714. Byclicking on the new item menu entry 712, a user may initiate a new itemin the particular area. By clicking on the filter entry 714, the usermay select list entries from the area satisfying particular filtercriteria.

In addition, the embodiment of the application home page 132 of FIG. 7also includes a progress bar 720. For the application associated withthe home page 132, the progress bar gives a rough indication of theextent to which knowledge transfer for the application is complete. Asthe knowledge transfer proceeds, the highlighted portion of the progressbar expands to indicate advancement toward completion of knowledgetransfer. In one embodiment, a component of the system evaluatesknowledge transfer for each role-specific function. In this embodiment,the evaluation is made along a continuum from no knowledge transfer tosubstantially complete knowledge transfer. Thus, displaying the progressbar provides a substantially real-time, humanly readable output of theevaluation of knowledge transfer.

FIG. 8 illustrates one embodiment of a web page 800 which providesaccess to threaded discussions in the knowledge transfer system 100 ofFIG. 1. The web page 800 includes a navigation area 802, a threadeddiscussion access area 804 and a search box 806.

The navigation area includes a view selection area 810 and an actionselection area 812. The view selection area 810 permits a user to selectthe desired view of information about the threaded discussionsaccessible using the web page 800. By clicking on the links illustratedin the view area, the user may change the display of the references tothe threaded discussions. Thus, options are provided for a threaded viewin which the hierarchy of the threaded discussions is visible, or a flatview in which the hierarchy is suppressed. In addition, severaldifferent application view possibilities are provided for selection bythe user. In the actions area 812, the user is given the option toinitiate several actions. In a first action, a user can initiate analert system through which the user is alerted when a new addition to athreaded discussion is available. In the modify settings area, the usercan customize the view displayed in the web page 800.

In the discussion view area 804, information about currently accessiblethreaded discussions is provided in accordance with the view selected inthe view area 810. In the illustration of FIG. 8, the CRM applicationview is selected. In accordance with this view, each threaded discussionis displayed as a subject entry along with information about the authorof the entry and the date of modification. At the left-hand side of eachentry, a prompt is provided. By clicking on this prompt, the user canexpand the threaded discussion and view the hierarchy of the discussion.

The search box 806 allows the user to enter one or more textual termsfor searching. In response, the system 100 provides references, such asthreaded discussion elements, which match the search term.

FIG. 9 illustrates a web page 900 which provides access to stored videocapture records in the knowledge transfer system 100 of FIG. 1. The webpage 900 permits user interaction using audio and visual messages. Theweb page 500 includes a navigation area 902, a video capture list area904 and a search box 906.

The navigation area 902 includes a view selection area 908 and anactions area 910. The view selection area 908 includes a menu or seriesof links which permit the user to select a particular view or displayformat for the video capture records stored in the document repository114 (FIG. 1). The actions area 910 provides several options foradditional actions that the user may perform or may specify forsubsequent performance.

The video capture list area 904 lists video capture records that areavailable for viewing. Any suitable information may be listed, but inthe illustrated embodiment, each listing includes a record type, thename of the record, a description of the record and a last-modifiedindicator. The record type indicates the type or format of the datafile, such as a Windows media file. The name indicates the name assignedto the file, such as “Update Sales Order” or “Manage Invoice”. Thedescription for a record includes a brief textual description of thecontents of the video capture record. The last modified field indicatesthe user who last modified the record. The video capture record listarea 904 further includes a menu bar 912, which provides several actionoptions for use by the user in accessing video capture records. Forexample, the user may initiate a new document, creating a new videocapture. In order to view a previously captured video record, the menuprovides an upload document entry. Other types of entries may besubstituted as well.

The search box 906 allows a user to enter a text string to be searchedin the document repository 114 to locate relevant records. The menu bar912 includes a filter menu item 914 which can be used to further refinethe search results produced by the search. Filter criteria may beentered in order to select particular search results.

FIG. 10 illustrates the portal page creation process 108 of FIG. 1. FIG.10 is a functional block diagram illustrating the process which takesuser input from a Knowledge Transfer Plan and builds a projectengagement site which can be used to carry out the knowledge transferprocess. The process 108 includes an RTS database 1002, a repositorycreation server side process 1004, and an application server 1006. Theseelements operate in conjunction with elements described in detail abovein connection with FIG. 1.

The process begins with the Knowledge Transfer Plan Wizard system 104.This system is generally a combination of on-line forms and MicrosoftExcel templates. A user enters data into forms of the wizard system 104and the wizard system 104 collects, organizes and stores the data whichis specific to the engagement and the applications. Data, along with theKnowledge Transfer Plan data, are stored in the RTS database. In oneembodiment, data is extracted from the Excel templates formed by theknowledge transfer wizard system 104, using extensible mark-up language(XML). The data stored in the RTS database 1002 may be stored in anyform or format. In the illustrated embodiment, the data definesinformation such as knowledge areas, users, roles, tasks, a timeline andmilestones.

The repository creation server side process 1004 operates on a serveraccessible over the network. The process 1004 retrieves data stored inthe RTS database 1002 and uses the retrieved data to create the contentrepository 114 for the engagement. The repository creation server sideprocess 1004 creates Smart Pages using Page Templates. Smart Pages holdweb parts to display information about the engagement and itsapplications. Further, the repository creation server side process 1004creates users and their roles based on data stored in the KnowledgeTransfer Plan database, RTS database 1002. Creation of users alsoinvolves accessing and creating security and access permissioninformation assigned to a user, a site group or a cross-site group for alist or a site.

Tasks and associated information about the tasks will be created by theSharePoint repository creation server side process 1004 based on datastored in the Knowledge Transfer Plan database, RTS database 1002. Inthe illustrated embodiment, tasks are considered as lists.

Events and announcements are created by the repository creation serverside process 1004 based on data stored in the Knowledge Transfer Plandatabase, RTS database 1002. Similar to tasks, events and announcementsare considered to be lists in the illustrated embodiment. Thisembodiment uses a SharePoint repository creation process, as is known inthe art. SharePoint software and other products are available fromMicrosoft Corporation, Redmond, Wash.

To facilitate the intelligent storage of documents in the documentrepository 114, a folder structure is created based on data stored inthe Knowledge Transfer Plan database 1002. Existing folders are accessedand new folders are created. Further content and hierarchy is organizedin response to the information contained in the Knowledge Transfer Plandatabase.

In accordance with the SharePoint repository embodiment describedherein, every list in the repository includes a set of views that filterlist data for each engagement application. A view is created for eachapplication to display applications specific content on a SharePointSmart Page. After operation of the portal page creation process 108, theengagement site 110 is created. Each application home page providesaccess to information about specific applications. Access is controlledaccording to security and access rights defined by the KnowledgeTransfer Plan. Users have assigned home pages which also provide accessto application information. An engagement home page is created formanagement and other functions. Each of the pages created at theengagement site has access to collaboration tools, the documentrepository and a task completion wizard system for the actual work ofthe knowledge transfer process.

FIG. 11 is a schematic diagram of a system for rapid knowledge transferamong workers. FIG. 11 illustrates one embodiment of the system 100 ofFIG. 1. The system 1100 includes a client system 1102 in communicationwith a system 1104 of an outsourcing agency using communication over theinternet 1106. The system 1100 permits knowledge transfer in accordancewith the system and method described herein from experts at the clientsystem 1102 to apprentices at the outsourcing agency system 1104.

The client system includes an edge router 1108, a firewall 1110 and alocal area network 1112. The edge router 1108 permits communicationusing suitable internet protocol between the internet 1106 and theclient system 1102. The firewall 1110 limits access to permitted users.The local area network 1112 provides communication to computer systemsoperated by the experts who are current knowledge owners.

The outsourcing agency system 1104 includes an edge router 1108, afirewall 1116, a document repository system 1118 accessible over anetwork 1120, core routers 1122, a firewall 1124, a router 1126 andfirst, second and third outsourcing sites 1128, 1130, 1132. Knowledgefrom the experts at the client system 1102 is to be transferred toapprentices at the outsourcing sites 1128, 1130, 1132. In theillustrated embodiment, the outsourcing sites are located in Bangaloreand Mumbai, India and Manila, the Philippines. In this example,significant economic advantages are realized by outsourcing jobfunctions from the client site 1112 to the outsourcing site offshore.However, it is to be understood that the system is not geographicallylimited. In particular, using the Internet and other networks, alongwith Internet protocols for data communication, the client personnel andthe outsourcing agency personnel may be located anywhere in the world.

In accordance with the system and method described herein, the knowledgetransfer process is implemented in conjunction the document repositorysystem 1118. The document repository system includes first and secondservers 1140 and associated databases 1142. The web pages that aregenerated by the system, including the engagement home page 130, userhome pages 134 and application home pages 132 are served by the servers1140. As records, including the files, documents, lists, etc., arecreated, the records are stored in the databases 1142. Client personnelat the client site 1102 have access to these web pages and records overthe network, including the internet 1106 and the network 1120.Similarly, apprentices located at the outsourcing sites 1128, 1130, 1132have access to these records and other information over the network1120.

It is to be understood that the network or architecture of FIG. 11 isillustrative only. Other systems will require substantially differentarchitectures, customized to meet the particular capabilities andrequirements of the knowledge transfer engagement, the client system andthe outsourcing agency system.

From the foregoing, it can be seen that the embodiments disclosed hereinprovide an improved system and method for rapid knowledge transfer amongworkers. This system and method are particularly well adapted to theoutsourcing context. The disclosed system presents easy-to-use web pagedata entry and access points which may readily be operated bynon-technical individuals of the client and the outsourcing agency. Theprocess of defining tasks and assigning roles is automated so that, evenin a knowledge transfer engagement in which a large number of expertsmust transfer knowledge to an even larger number of apprentices, theprocess can proceed without substantial involvement by technicallytrained personnel. The system is flexible and may be used with a widevariety of engagements. No specific tailoring of the system is required.Instead, the system responds to the unique requirements and goals of aparticular engagement to produce a customized engagement website usableby technical and non-technical experts and apprentices alike. As aresult, customized programming and the programmers required to performit, are obviated. This substantially reduces the cost and time requiredfor a knowledge transfer operation.

While a particular embodiment of the present invention has been shownand described, modifications may be made. Accordingly, it is thereforeintended in the appended claims to cover such changes and modificationswhich follow in the true spirit and scope of the invention.

1. A knowledge transfer system for transferring knowledge from expertworkers at a client location to apprentice workers at an outsourcinglocation, the knowledge transfer system comprising: a memory systemconfigured to store a Knowledge Transfer Plan that defines knowledge andtasks that need to be transferred from the expert workers to theapprentice workers; program code and associated data definingrole-specific portals for individual expert workers and apprenticeworkers, the program code configured to access the memory system forstorage and retrieval of data associated with the role-specific portals;program code defining one or more collaboration systems for two-waycommunication between individual expert workers and individualapprentice workers; a multi-media knowledge repository configured tostore work objects created by the expert workers and the apprenticeworkers during the knowledge transfer process; portal page creation coderesponsive to predetermined Knowledge Transfer Plan data for configuringthe program code and the associated data defining role-specific portals;and monitoring and tracking code which monitors progress of individualapprentice workers in fulfilling assigned tasks.
 2. The knowledgetransfer system of claim 1 further comprising a memory configured tostore Knowledge Transfer Plan data defining respective individual expertworkers and respective apprentice workers and knowledge and tasks to betransferred from the respective individual expert workers to respectiveapprentice workers by specific dates.
 3. The knowledge transfer systemof claim 2 wherein the portal page creation code comprises: first codeconfigured to retrieve Knowledge Transfer Plan data from the memory;second code configured to create, based on the retrieved KnowledgeTransfer Plan data, one or more user web pages defined with controlledaccess by the respective individual expert workers and the respectiveapprentice workers; and third code configured to create, based on theretrieved Knowledge Transfer Plan data, one or more application homepages for respective applications, the one or more application homepages defined with controlled access by specific users involved in thetransfer of knowledge about that application.
 4. The knowledge transfersystem of claim 3 wherein the one or more collaboration systems comprisecollaboration tools accessible by individual expert workers andapprentice workers capturing the knowledge transfer informationassociated with the transfer of knowledge from the individual expertworkers to the apprentice workers.
 5. The knowledge transfer system ofclaim 4 wherein the collaboration tools comprise at least one of: a textediting routine for creating discussion threads; an instant messagingroutine, an electronic mail routine, an audio/video data handlingroutine, and a desktop sharing and capture routine.
 6. The knowledgetransfer system of claim 5 further comprising a task completion routineconfigured to provide to individual apprentice workers instructions forcompletion of knowledge transfer task associated with the individualapprentice worker by the program code and associated data defining arole-specific portal for the individual apprentice worker.
 7. Theknowledge transfer system of claim 4 wherein the memory system, the oneor more user web pages, the one or more application home pages and thecollaboration tools are accessible using Internet communicationprotocols.
 8. The knowledge transfer system of claim 1 wherein theprogram code defining one or more collaboration systems comprisesdocument collaboration code for sharing defined documents among theindividual expert workers and individual apprentice workers.
 9. Theknowledge transfer system of claim 1 wherein the program code definingone or more collaboration systems comprises multimedia collaborationcode for sharing defined multimedia files among the individual expertworkers and individual apprentice workers.